Broadband below minimum guaranteed speed

[#1]

Hi,

I'm having issues with my broadband line speed being set below my minimum guaranteed speed. My Plusnet account shows the following:

• Product: Unlimited Fibre
• Estimated Download Range: 20 - 32Mbps
• Estimated Upload Range: 4 - 6Mbps
• Minimum Guaranteed Speed: 18.2Mbps
• Current Line Speed (Download): 16.5Mbps

Under normal circumstances I get 23-25 Mbps. I've rebooted my router/modem, tried wired and wireless but when I run speed tests it looks like the line speed is artificially capped because it flatlines very quickly at 16.5 Mbps.

I've tried phoning Plusnet support but looks like it's currently shut down (maybe understandable given the current situation).

[#2]

Just trying to get a bit more information on this that might be helpful:

BT DSL Checker gives this info showing my speeds are below the Range B (Impacted) Treshold :

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	39.3	25	7.6	5.2	21	Available	Available	--
VDSL Range B (Impacted)	37.5	20.1	7.5	4.8	16.5	Available	Available	--

BT Wholesale Speedtest also indicates my IP profile is limited to 16.5 Mbps which then seems like the source of the problem and the reason my speed is topping out at 16 Mbps rather than achieving the max possible speed:

Additional Information:
 IP Profile for your line is - 16.64 Mbps

[#3]

Contacted Plusnet support a week ago, hopefully will get an update today. IP profile one week on is still set to 16.5 Mbps which is effectively capping my speed below the minimum guaranteed speed. If there's any PN support staff on these forums who can help with this would be grateful.